Bilingual English / Spanish - Patient Outreach Coordinator

Optum; Arcadia (CA); On-site; USD 22,000 - 40,000; Full time

Benefits offered by this job

Comprehensive benefits package

Incentive and recognition programs

401(k) contribution

Job summary

Optum is seeking a Bilingual English/Spanish Patient Outreach Coordinator in Arcadia, CA. This full-time, office-based role involves making outbound calls to senior members, scheduling visits, and coordinating with providers to ensure timely appointments.

You will work an 8-hour shift from 8:00 am to 5:00 pm Pacific Time, Monday through Friday, with possible overtime. A strong customer service background in healthcare and fluent English/Spanish are required.

Qualifications

• High School Diploma or GED required.
• Minimum 1 year of healthcare customer service experience.
• Bilingual fluency in English and Spanish required.
• Proficiency with Windows-based programs (Word, Excel, Outlook, Teams).
• Ability to work full-time Monday–Friday, 8:00 am–5:00 pm PST, with possible overtime.

Responsibilities

• Make outbound calls to senior members and schedule visits.
• Conduct appointment reminder calls the day before.
• Assist with appointment scheduling by coordinating with doctors' offices and internal specialists.
• Resolve member issues in real time or with timely follow-up.
• Research complex issues across multiple databases and coordinate with support resources.
• Meet performance goals for efficiency, call quality, satisfaction, and attendance.
• Work shifts within operating hours and accommodate overtime or weekends as needed.

Skills

Bilingual EN/ES

Healthcare CS

MS Word

MS Excel

MS Outlook

MS Teams

Education

High School Diploma / GED

Tools

Windows OS

Job description

This position follows Office-Based schedule with 3 in-office days per week. Our office is located at 450 E Huntington Dr, Arcadia CA, 91006.
Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast - growing environment.
Optum CA is seeking a Bilingual English / Spanish - Patient Outreach Coordinator to join our team in Arcadia, CA. Optum is a clinician-led care organization that is changing the way clinicians work and live.
As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone.
At Optum, you'll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us in improving healthcare through the power of people and intelligent technologies while Caring. Connecting. Growing together.
Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together. The Patient Outreach Coordinator's primary responsibility is to make outbound calls to senior members and scheduling appointments.
This position is full time Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00 am - 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime.
We offer up to 2 weeks of on-the-job training. The hours of the training will be aligned with your schedule.

Primary Responsibilities

• Outbound calls to senior members and scheduling visits
• Conducting appointment reminder calls the day prior
• Intervene with care providers (doctor's offices) on behalf of the member to assist with appointment scheduling or connections with internal specialists for assistance when needed
• Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
• Research complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated issues
• Meet the performance goals established for the position in the areas of: efficiency, call quality, member satisfaction, first call resolution and attendance
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
• Other duties as assigned

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of experience with customer service in healthcare
• Bilingual Fluency in English and Spanish
• Experience with using computers and Windows based programs
• Experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Teams
• Ability to work full time Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00 am - 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications

• 1+ years experience in call center making outbound calls
• Knowledge of HMO insurance plans
• Experience working through technical phone calls
• Bilingual Fluency in Chinese, Cambodian, Vietnamese and Korean

Telecommuting Requirements

• Reside within commutable distance to the office at 450 East Huntington Drive, Arcadia, CA
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
• Proficient problem-solving approach to quickly assess current state and formulate recommendations
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions members can understand and act upon
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
• Ability to proactively identify member needs and meet them
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $16- $29 hourly based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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